Power Platform Community Forum Thread Details

I've configured an agent that retrieves data from text-based knowledge sources, and it does generate an answer. However, once it finishes, it removes the entire reply and instead displays the phrase: "I'm sorry, I'm not sure how to help with that. Can you try rephrasing?"

I noticed that initially the agent triggers the Conversational Boosting topic, but when it finishes, it automatically triggers the Fallback topic. As a result, the initially generated answer is removed. This issue also occurs when the Fallback topic is switched off. The only difference in that case is that the fallback phrase"I'm sorry, I'm not sure how to help with that. Can you try rephrasing?"does not appear.

The only potential cause I can think of is that I instructed the agent to extract data points in a specific format once it receives a particular trigger phrase. That's why I tried to configure a new topic that is triggered by the instructed trigger phrase, but it didn’t solve the problem.

Question: How can I resolve this issue?

Categories:

General topics

Hello MM-18080734-0,

Yes, you’re right, that is most likely the root cause.

When you force the agent to output data in a strict format (like JSON or key: value pairs), Copilot Studio often doesn’t treat it as a valid “final response.” Since it doesn’t look conversational, the system assumes the request wasn’t handled, which triggers the Fallback topic. That’s why your generated answer disappears and gets replaced with “I’m sorry, I’m not sure how to help with that.” Even when you set up a new topic with your trigger phrase, the formatted output still isn’t recognized as handled, so fallback kicks in.

How to fix it:

Don’t rely on fallback to display knowledge responses.

Create a dedicated topic triggered by your phrase (or a catch-all).

Inside that topic: add a step → Call knowledge source → Send response to user.

Then end the topic so the system marks it as handled.

This ensures your generated answer stays visible and doesn’t get overwritten by fallback.